Supervisor - Account Enablement

AbbVie•Austin, TX

17h•$65,500 - $125,500•Onsite

About The Position

This role coordinates resources and sets daily priorities to meet operational objectives. The Supervisor - Account Enablement is accountable for the results of medium-sized routine support or operations teams and requires specialized field of knowledge that uses their judgment to apply expertise. This role contributes to the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience. The position ensures customer data is uniform, complete, accurate, and compliant. The role also involves creating and providing revolving analytical data of call/email patterns, agent efficiency analysis, and statistical analysis. The Supervisor works with Training and Quality teams to maintain the Credentialing knowledgebase and collaborates with customers, sales reps, internal departments, and BTS when issues arise. This role manages escalations and provides updates to leadership when needed, and monitors queues/inboxes, directing resources as needed.

Requirements

2 – 4 years’ experience leading people in a customer service contact center or customer facing environment
Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.
Experience managing and executing continuous improvement projects.
Effective communication skills (presentation, document writing, coaching people).

Nice To Haves

Medical Device or Pharmaceutical experience strongly preferred
Bachelor’s degree preferred or a combination of education and relevant experience

Responsibilities

Coordinates resources and sets daily priorities to meet operational objectives.
Accountable for the results of medium-sized routine support or operations teams.
Uses judgment to apply expertise in a specialized field of knowledge.
Contributes to the growth of individual team members by building strong relationships.
Works to build customer relationships by creating a positive customer experience.
Ensures customer data is uniform, complete, accurate, and compliant.
Creates and provides revolving analytical data of call/email patterns, agent efficiency analysis, and statistical analysis.
Works with Training and Quality teams to maintain Credentialing knowledgebase.
Works with customers, sales reps, internal departments and BTS when issues arise.
Manages escalations and provides updates to leadership when needed.
Monitors queues/inboxes and directs resources as needed.
Ensures compliance with all Allergan internal requirements and with all applicable regulatory requirements.
Attends meetings with business partners from Customer Operations.
Effectively communicates with all levels of the business.
Provides coaching, training, mentorship, and recommendations to team.
Works with HR and ER for employee growth, development and opportunities.